Contact Center Representative

Oklahoma State Government•Oklahoma City, OK

6d•$58,000

About The Position

Please note that OPERS will conduct this hiring process as a resume review only process. To be considered, all applicants must submit a complete resume Thank you for your time and attention to this requirement. Basic Purpose This position is the primary point within the agency for incoming member engagement and is responsible for responding to telephone calls, electronic communication, and in-person office visits. The goal of this position is to provide an excellent customer experience through resolution of questions and requests. This position performs a wide variety of tasks and takes personal initiative to find answers and solutions for individuals engaging the agency.

Requirements

Education and Experience requirements at this level consist of one year of experience in clerical office work plus two years of experience in customer service, processing tax returns, bookkeeping or closely related work; or as a customer service representative plus two years of experience in customer service, processing tax returns, bookkeeping or closely related work; or an equivalent combination of education and experience, substituting thirty semester hours of college, including six semester hours in business or public administration for the required experience plus two years of experience in customer service, processing tax returns, bookkeeping or closely related work.
Knowledge of state laws and rules concerning the business operations of the agency; of accounting principles and practices; of various types of business organizations; of office practices; of business arithmetic; and of methods and techniques for conducting research.
Ability is required to read and interpret laws; to communicate effectively, both orally and in writing; to establish and maintain effective working relationships with others; and to apply laws and rules to individual problems and situations.

Nice To Haves

Minimum of three years of customer service experience, consideration given for additional years of experience.

Responsibilities

Responds to inbound member calls, addressing inquiries, resolving issues, and providing accurate information in a timely and professional manner. Provides in-person assistance to members, ensuring a positive and efficient experience while addressing their questions, concerns, or requests.
Delivers high-quality service across all interactions, striving to exceed member expectations and build positive relationships.
Accurately assesses member needs and route calls to the appropriate departments or staff members, ensuring warm and efficient transfer of inquiries to the relevant experts for resolution when appropriate.
Documents member interactions, actions taken, and outcomes, ensuring accurate and up-to-date information is available for reference.
Oversees and processes form submissions, ensuring compliance with established procedures and providing follow-up to members regarding rejected forms.
Seeks ways to improve methods and procedures as well as assisting in maintaining and updating Contact Center procedures.
Ensures the proper handling of confidential, private, and public information, while maintaining agency documents and records in compliance with established policies.
Maintains a comprehensive understanding of the agency’s plans and services, staying informed of updates and changes to better assist members.
Identifies and escalates complex or unresolved issues to the Contact Center Lead, ensuring proper resolution and follow-up.
Shares knowledge, insights, and best practices with team members to contribute to the overall success of the Contact Center and enhance the member experience.
Participates in ongoing training and development opportunities, seeking feedback and taking proactive steps to improve performance and stay current with industry trends and best practices.
Other duties as assigned.